General Manager

General Manager

Job Summary:

Functions as the primary strategic business leader of the property with responsibility for all aspects of the operation, including: managing general property performance, as well as food and beverage operations, managing and sustaining sales and marketing strategy, managing profitability, managing revenue generation, managing and conducting human resources activities, and delivering a return on investment to both Timp Hospitality Company and ownership. The position ensures hotel operations meet the brand’s standards, targets customer needs, ensures employee satisfaction, focuses on growing revenues and maximizes the financial performance of the department and developing positive owner relations. Leads the team in the development and implementation of property-wide strategies. Ensures implementation of the brand service strategy and brand initiatives with the objective of meeting or exceeding guest expectations. Builds relationships with key customers and is involved in the sales process.

Operations Responsibilities & Activities

Managing Profitability

•Manages on-property controllable costs associated with rooms, housekeeping, events, and food and beverage operations.

•Measures, analyzes, and communicates property performance using a variety of financial/non-financial data including controllable costs, sales revenue, guest satisfaction, and associate engagement data.

•Updates and communicates profit forecasts to associates/managers.

•Initiates action to support property revenue and profitability goals.

•Understands how food and beverage product variability can affect profitability.

•Reviews and signs off on invoices.

•Demonstrates and communicates key drivers of guest satisfaction for the hotel’s target customer.

•Analyzes service issues and identifies trends.

•Makes and executes the necessary decisions to keep property moving forward toward achievement of goals.

•Works with hotel management team to develop an operational strategy that is aligned with the brand’s business strategy and leads its execution.

Managing Revenue Goals

•Monitors hotel operations sales performance against budget.

•Reviews reports and financial statements to determine hotel operations performance against budget

•Manages the relationship with the revenue management office (e.g., participate in routine calls, strategy meetings, periodic update meetings, etc.).

•Coaches and supports operations team to effectively manage occupancy & rate, wages and controllable expenses.

•Reviews the Wage Productivity Report and compares budgeted wages to actual wages, coaching direct reports to address problem areas and holding team accountable for results.

Leading Operations and Department Teams

•Champions the brand’s service vision for product and service delivery and ensures alignment amongst the hotel leadership teams.

•Develops systems to enable employees to understand guest satisfaction results.

•Communicates a clear and consistent message regarding departmental goals to produce desired results.

Managing the Guest Experience

•Reviews guest feedback with leadership team and ensures appropriate corrective action is taken.

•Responds to and handles guest problems and complaints.

•Stays visible and interfaces with customers on a regular basis to obtain feedback on quality of product, service levels and overall satisfaction.

•Creates an atmosphere in all Rooms and Food and Beverage areas that meets or exceeds guest expectations.

•Acts as a project manager for the execution of capital improvements (e.g., renovations, reinventions, refreshes, signage, etc.).

•Walks the property to ensure public spaces, grounds, work and kitchen areas meet sanitation and cleanliness/maintenance standards.

•Monitors Food and Beverage forecasting and par levels to reduce waste and maximize Food and Beverage profit margins.

•Establishes and leverages local vendor relationships to support food and beverage operational needs.

•Ensures bar and kitchen meet standards of quality with regard to organization, productivity, sanitation, and inventory management.

•Conducts periodic compliance audits with Back of House associates to ensure they use job aids (checklist open and close, production charts, freezer pull check, Inventory ordering checklist, temp logs, mapping/zoning fridge, org of space, etc.)

Managing and Conducting Human Resources Activities

•Facilitates the development of creative solutions to overcome obstacles and ensures implementation to continually improve guest satisfaction results.

•Ensures employees are treated consistency and equitably.

•Ensures that regular, ongoing communication is happening in Operations (e.g., pre-shift briefings, standup meetings, staff meetings).

•Fosters employee commitment to providing excellent service, participates in daily stand-up meetings and models desired service behaviors in all interactions with guests and employees.

•Incorporates guest satisfaction as a component of staff/operations meetings with an emphasis on generating innovative ways to continually improve results.

•Sets goals and expectations for direct reports using the performance review process and holds staff accountable for successful performance.

•Solicits employee feedback, utilizes an “open door policy” and reviews employee satisfaction results to identify and address employee problems or concerns.

•Ensures property policies are administered equally and consistently, disciplinary procedures and documentation are completed according to Standard and Local Operating Procedures (SOPs and LSOPs).

•Conducts annual performance appraisal with direct reports according to Standard Operating Procedures.

•Champions change and ensures brand and regional business initiatives are implemented and communicates follow-up actions to team as necessary.

•Interviews and hires employees with the appropriate skills to meet the business needs of the units.

Executive Strategies

•Interviews and hires employees with the appropriate skills and abilities to meet the business needs of the property.

•Develops, implements and maintains a departmental orientation program for employees to receive the appropriate new hire training to successfully perform their job.

•Uses all available on the job training tools for employees.

•Communicates performance expectations in accordance with job descriptions for each position and monitors progress.

•Conducts employee performance appraisals according to Standard Operating Procedures.

•Establishes and maintains open, collaborative relationships with employees and ensures employees do the same within the team.

•Solicits feedback, utilizes an “open door” policy and reviews employee satisfaction results to identify and address employee problems and concerns.

•Ensures regular on-going communication is happening in all areas of responsibility to create awareness of business objectives and communicate expectations, recognize performance and produce desired business results.

•Identifies and communicates revenue and profit opportunities to property leadership teams and sales organization.

•Develops and manages internal key stakeholder relationships.

•Provides targeted and timely communication of results, achievements and challenges to the stakeholders.

Managing Relationships with Property Stakeholders (e.g., Owner and Above Property)

•Keeps brand leadership team, owners, and above property stakeholders updated on property performance in the areas of financials, guest satisfaction, and associate engagement.

•Prepares and presents reports for owners and above property leadership using financial/performance data to show how the Refreshing Business model is affecting property performance.

•Conducts property critique.

•Conducts annual business reviews.

•Participates in ad hoc owner conference calls and respond appropriately to owner requests.

•Responds to off-property (e.g., regional and owner) requests for sales information (e.g., Market Outlook, STR Report critique, etc.).

Required Skills/Abilities:

•Excellent communication skills.

•Excellent conflict management and negotiation skills.

•Ability to listen and identify/resolve issues.

•Thorough understanding of customer and management services and standards.

•Basic understanding of business and management principles.

Education and Experience

• 2-year degree from an accredited university in Business Administration, Hotel and Restaurant Management, or related major; minimum 4 years experience in the guest services, front desk, housekeeping, sales and marketing, management operations, or related professional area.

OR

• 4-year bachelor's degree in Business Administration, Hotel and Restaurant Management, or related major; minimum 2 years experience in the guest services, front desk, housekeeping, sales and marketing, management operations, or related professional area.

Physical Requirements:

•Prolonged periods of sitting at a desk and working on a computer.

•Must be able to lift up to 25 pounds at times.

The salary range for this position is $70,000.00 to $90,000.00 annually. This position offers health care benefits, flexible spending accounts, 401(k) plan, accrued paid time off (including sick leave where applicable), life insurance, disability coverage, other life and work wellness benefits and may include incentive compensation. Benefits and incentive compensation may be subject to generally applicable eligibility, waiting period, contribution, and other requirements and conditions.

Timp Hospitality Company is an equal opportunity employer. We believe in hiring a diverse workforce and sustaining an inclusive, people-first culture. We are committed to non-discrimination on any protected basis, such as disability and veteran status, or any other basis covered under applicable law.